Symantec (UK) Ltd

Symantec Email

Email security service filters unwanted messages and protects your mailboxes from targeted attacks. The service has self-learning capabilities enriched with Symantec intelligence to deliver highly effective and accurate email security. Encryption and data loss prevention help you control sensitive data.


  • Protection against spam, malware, phishing and targeted attacks.
  • Both Opportunistic and Enforced TLS Encryption options.
  • 100% protection from Viruses as defined in the SLA.
  • Link following protects against phishing and malicious links in emails.
  • Granular policy-based Data Protection to control sensitive data.
  • Secure email over TLS or through Policy Based Encryption Essentials
  • Impersonation Control helps guard against phishing scams and "whaling" attacks.
  • Quick and easy to deploy.
  • Dependable service from the cloud - 100% Availability SLA.
  • Supported by email security experts, accessible 24/7.


  • Reduces complexity.
  • Increases employee productivity while reducing the risk of security breaches.
  • Enforce usage policies, reduce data loss and maintain regulatory compliance.
  • Enables rapid implementation, delivers predictable costs, reduces total cost ownership.
  • Ensures the highest quality of service delivery.
  • 24/7 access to a dedicated team of email security specialists.


£9.82 per user per month

  • Free trial available

Service documents


G-Cloud 11

Service ID

4 9 6 2 6 3 6 1 7 1 7 4 4 6 9


Symantec (UK) Ltd

Paul Heath

07753 417 309

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements
The service does not require any specific system requirements.

User support

Email or online ticketing support
Email or online ticketing
Support response times
24/7/365 support. Severity1: your production server or other mission critical system is down or has a substantial loss of service; a substantial portion of your mission critical data is at a significant risk of loss or corruption. Target (following acknowledgement): within 30 minutes. Severity2: A problem where a major functionality is severely impaired. Operations can continue in a restricted fashion. Target :within 2 hours Severity 3: Limited adverse effect on business operations. Target response: by same time the next business day Severity 4: Problem where your business operations have not been adversely affected. Target response: within the next business day
User can manage status and priority of support tickets
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web chat is a text based interface. Administrators can access the web chat through the Clientnet console, under the support tab, we have a contact us option, there you can;
Opening a client ticket
Chat with an agent
Call us
Web chat accessibility testing
Onsite support
Yes, at extra cost
Support levels
The product will come with standard support included as part of the services and includes online support via our portal. In addition, if purchased directly from Symantec a remote cloud specialist will be assigned to provide an account management style support. If purchased through a 3rd party the remote cloud specialist is not provided and this would need to be provided by the third party. For large (+10,000 users) and complex estates there is the possibility to purchase Business Critical Services. This level of services can be bespoke to customer needs and will start from approximately £20,000 per annum.
Support available to third parties

Onboarding and offboarding

Getting started
The service does not require any user interface. There are some simple configuration options which are explained at the time of implementation.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
There is no data to extract.
End-of-contract process
Symantec will stop processing SMTP email for the customer domain and reject all emails. The customer therefore needs to reconfigure their MX records to route traffic to an alternative source.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
All detection is carried out in a cloud environment so there is no difference in service regardless of the endpoint being used.
Service interface
Description of service interface
The Clientnet portal is a web based management console. As the administrator for your organization's ClientNet portal users, you can configure various security settings on the Access Control page. Administrators log on to the ClientNet portal using a portal administrator account. Password policy settings ensure that your portal user accounts are controlled with a time-limited password expiry date and a set limit of password re-use.
Accessibility standards
None or don’t know
Description of accessibility
Administered through a web based management console, the console provides role based access controls. Permissions can be set as follows:
- No access / Read only / read write access to service configurations
- Access to reporting information
- Access to specific domains
- Access to specific services
The console also supports 2 factor authentication to secure access. All changes to configuration are logged. The management console provides the ability for customers to configure and manage the service, access reports, and view data and statistics as part of the service.
Accessibility testing
Customisation available
Description of customisation
The administrator can customize email security policies (e.g. anti-spam, data protection), end user alerts and email disclaimers.


Independence of resources
Email is a globally hosted and load balanced solution, operating across three datacenter clusters in EMEA. The service operates at 40% load during normal operations, meaning an entire datacenter could be lost without affecting service.


Service usage metrics
Metrics types
Symantec track performance metrics closely, these metrics are available for the past 6 months:
Reporting types
Regular reports


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
Other data at rest protection approach
Data at rest is stored in the Amazon cloud.
Data sanitisation process
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Via a report through the console or email/email attachment. Dependant on add ons they may also do so through an api.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99.999, assured by contractual commitment. The Platform is available on a twenty-four (24) hours/day by seven (7) days/week basis and is monitored for availability and service capacity.
Approach to resilience
Email is a globally hosted and load balanced solution, operating across three datacenter clusters in EMEA. The service operates at 40% load during normal operations, meaning an entire datacenter could be lost without affecting service
Outage reporting
The portal provides public updates and there are email and text alerts for any severe outages.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access management will be provided by the mail gateway. Must be logged into the web app to access these features, and have the appropriate user-role in the Platform.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Lloyds Register
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
All staff are required to read and comply with our security policies. Staff are trained in line with our security practices. Our Chief Security Officer reports directly to Symantec's General Counsel. Our policies and processes include, but are not limited to, security, incident response, business continuity, secure software development and supply chain risk management. External versions of a number of our policies are available here:

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All IT services are subject to a strict change control processes, and dual-control personnel controls restricting access to sensitive functions.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Symantec has a formal process for handling and managing vulnerabilities. For any externally reported issues, Symantec follows the process outlined in ISO 29147, Information technology — Security techniques — Vulnerability disclosure ([ISO/IEC 29147:2014(E)]). Symantec'c Software Security Group works with the impacted team(s) to: · Recreate the environment and issue within Symantec’s labs for an expedited resolution. · Facilitate a prompt and accurate response. · Avoid delays in new Symantec releases
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Incident management type
Supplier-defined controls
Incident management approach
Symantec’s internal Security Incident Response Plan documents repeatable, industry standard procedures for handling actual cyber threats when they arise. It also provides the necessary engagement and information-sharing processes to allow prompt coordination among all relevant stakeholders, and describes the reporting, communication, containment, investigation, and recovery mechanisms that exist to support a comprehensive end-to-end process flow from threat detection through remediation. The development and implementation of this forward-looking plan supports Symantec’s ultimate mission to its customers, partners, shareholders, and employees as a trusted leader in information security risk management.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks


£9.82 per user per month
Discount for educational organisations
Free trial available
Description of free trial
Free 30 day trial.

Service documents

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